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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Technician - **Company:** Leidos, Inc. - **Location:** United States (Remote available) - **Salary:** $31,850.0 - $57,575.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple IOS, Apple Mac Systems, Software Applications, Microsoft Azure, Issue Tracking Systems, Microsoft Office, Software Tools, Computer Equipment - **Published:** August 14, 2026 - **Apply:** https://jobs.military.com/career/307437/it-service-desk-technician-remote ## About the Role The IT Service Desk Technician will be responsible for answering inbound and outbound contacts, documenting the contact details within the ticketing system(s), and providing our customers with timely and accurate responses. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems and must possess excellent written and verbal communication skills. The support provided is governed by Service Level Agreements and Key Performance Indicators. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position. Our Service Desk operation is staffed 24x7x365, although the core hours of operation are 8am to 8pm Eastern, Monday through Saturday. This position is critical in providing support through a shared service desk model with cross-functional programs. This is a full-time remote position.\n \n, Duties include providing professional, courteous, resourceful support to all incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to perform in a fast-paced environment and manage multiple tasks at once.\n, * High school diploma with a minimum 1 year experience\n * Strong written and oral communication skills\n * Strong computer hardware and software skills\n * U.S. Citizen\n * Must possess an overall understanding of Service Desk operations and technical phases of the job\n * Understanding of Windows and/or Mac technical skills\n * Must have excellent customer service skills with the ability to communicate clearly and effectively, also experience in following documented policies and procedures\n * Ability to interact positively with customers, peers and management\n * Must have a desire to learn new skills and take the initiative to improve their performance through on the job training\n * Must be available to assist in development and modification of Knowledge Base Articles\n * Must be able to adhere to the training schedule without any absences\n * Use of high-speed internet (minimum of 50 mbps) must be provided by the IT Service Desk Technician\n * Designated workspace that is quiet and free of loud noise that may distract you and your customer\n * Must be flexible and willing to work different shifts upon changing business needs\n * Must be flexible and willing to support different or multiple programs in a shared service desk environment\n * Must be flexible and willing to work weekends and holidays as needed\n, * Experience with using IT Service Management (ITSM) or other Case Record Management (CRM) applications\n * Experience with using ACD/IVR applications\n * Experience troubleshooting Apple macOS (OSX) and iOS hardware and software\n * Experience working from home in an IT support role\n * Experience with Windows 10 and Microsoft Office Suite 2016 or later\n * Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting\n * Azure experience and/or certification(s)\n * ITIL 4 Foundations experience and/or certification(s)\n ## Description nSince MSS is a shared services organization, the Service Desk(s)/Help Desk(s) you support and the shift you are assigned can change after onboarding based on business needs. Any changes are discussed with affected employees prior to change in responsibilities. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [ Secure Code Superstars: Empowering Developers and Surpassing Security Challenges Together](https://www.wearedevelopers.com/videos/422-secure-code-superstars-empowering-developers-and-surpassing-security-challenges-together) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)